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Supanet cancellation

Riverhickson

Casual Member
Well I contacted the ombudsman and filled in a complaint form online. Supernet were on the phone within the hour asking me to withdraw the case. She then went on to remove the extra money the horrible guy from quick collect added and have agreed to let me finish off paying what i originally owed as long as i send the router back. The router will just go in a skip with the rest of them.
But thanks to this forum I have finally gotten what I wanted in the first instance. All I wanted was to set up a weekly payment with the person from quick collect and he would not let me.
I've won in the end.
Thanks again everyone who has given me advice on here.
 

drsox

ULTIMATE Member
Thank you for the update, it's a shame it had to go so far to get a sensible resolution. Well done!
 

jezzer1998

Member
I may be able to top your problem with Supanet.
I cancelled my contract with Supanet in March 2013. This month I received a text from supanet asking me to contact them regarding an outstanding balance. I ignored it. A few days later I received a letter informing me of a debt of £771.42. Needless to say I was a little shocked. I rang the number on the letter to ask for an address (as the letter only had a Cyprus HQ address on the bottom) to send a subject access request to. The guy on the phone gave me an address in Burnley. I have just written asking for details of any contracts they think they may have with me, telephone conversations, email trails etc.
I wait with bated breath for a reply.
Any further advcie gratefully received.
 

Mark.J

Administrator
Staff member
ISPreview Team
Six years after you left! I think that's right on the limit of the law against chasing former customers for money. It's particularly tedious since after 6 years I doubt many people will have any related documentation to support their side of the case.

https://www.nationaldebtline.org/EW/factsheets/Pages/time-limits-for-recovering-debts/statute-barred-debt.aspx

I think I'd start by following the advice given earlier in this thread. Give them a call on an official Supanet number (not the letter in case it's fraud) and try to find out. If you question their story and they ignore you then after 6 years you should be able to request a Deadlock letter right away. Let the ADR provider settle it and try to get as much documentation together as possible to support your side.
 

Captain_Cretin

ULTIMATE Member
Six years after you left! I think that's right on the limit of the law against chasing former customers for money. It's particularly tedious since after 6 years I doubt many people will have any related documentation to support their side of the case.

https://www.nationaldebtline.org/EW/factsheets/Pages/time-limits-for-recovering-debts/statute-barred-debt.aspx

I think I'd start by following the advice given earlier in this thread. Give them a call on an official Supanet number (not the letter in case it's fraud) and try to find out. If you question their story and they ignore you then after 6 years you should be able to request a Deadlock letter right away. Let the ADR provider settle it and try to get as much documentation together as possible to support your side.
Only for NGO's; I had the CSA come after me EIGHTEEN YEARS after they lost in court.
Sadly for them, I kept the paperwork, as soon as I started quoting reference numbers, they dropped the case.
 

Trickytree

Casual Member
I've just received a letter from Supanet saying I owe them almost £400. A bit of research has brought me to this thread. I finished my term of provision with them in April 2013. They say they've referred the case to Quick Collect, yet not once in the intervening period have they contacted me to say there's an issue outstanding? There's no quantification in the letter as to what this all relates to, it looks a bit amateurish to me, and I smell a scam or an attempt to put frighteners on. Just working out where to go next with this as there's no return address for Supanet, and I'm not going to call a number blind. As with jezzer, interested in any thoughts.
 

Captain_Cretin

ULTIMATE Member
Extortion and/or defamation.

Last time anyone tried this with me I threatened to sue them.

Tell them you will see them in court, dont pay a penny; 99/100 they will drop the case a week before the court date or fail to turn up, because any court will throw the case out.

As a debt collector many years ago, I used to see bully boy tactics like this from several of the companies I had the sad duty to represent.

I have faced down the following in court and under threat of court:-
Severn Trent
Worcester City Council
Child Support Agency (twice).
Dodgy insurance claim company*
A dodgy debt collection firm with the initials BS.


*So far I have a 100% success rate, even though my own insurance company lawyer tried to settle against my wishes on the court steps.
 

MrR

Member
Hi everyone. After 10+ years of blind and stupid loyalty I decided to change from Supanet to PlusNet. However I've ran into a few problems and of course waiting to speak to someone from Supanet results in a ridiculously long waiting time.
First off they charged me a £35 Cessation fee, which as I understand is only chargeable if you cancel broadband completely, or switch to a provider who uses a different network. PlusNet and Supanet are both BT Wholesale as far as I can see. Supanet said the fee is for removal of the service from their own equipment or some such drivel. Is this correct?

Lastly they supplied a crappy Kasda router years ago (I'd say 6 years but can't remember). I do remember it stopped working shortly after I got it. Now they want it back or else they want £69 for it. And sure enough I can't find it. Yet from their system they can't tell me when it was supplied. Do I have a leg to stand on regarding this?
Has anyone actually been taken to court by these clowns. Just been sent a bill for £680. I haven't been a supanet customer since at least 2012!
 

Mark.J

Administrator
Staff member
ISPreview Team
So that's three people in close proximity suddenly getting demands for big payments from 6-7 years ago. I'm going to see if we can chase this one up with the ISP and find out what's going on as it's getting ridiculous.

I'd also suggest notifying Ofcom of this, as well as the ADR complaints handler, since something seems to be amiss.

MrR, did you leave Supanet with everything paid up (no debts) and did you leave them for any specific reason at the time?
 

Mark.J

Administrator
Staff member
ISPreview Team
I'll be posting an article on this tomorrow.
 

butler

ULTIMATE Member
Has anyone actually been taken to court by these clowns. Just been sent a bill for £680. I haven't been a supanet customer since at least 2012!
If you have not paid a penny in 6 years then AFAIK they can go whistle as any debt without contact in writing from you or a payment becomes unenforcable after six years, Enjoy your future relationship with them LOL
 

Trickytree

Casual Member
I received a further letter yesterday, now giving me 15 days to pay up. It's the same one as you show in your article. I was going to email Supanet regarding the matter, giving them an opportunity to explain where the "debt" has come from. Reading your article, it reinforces my belief that this is much deeper and murky than I initially thought and I wonder if Trading Standards is more appropriate. I cannot recall any reason whatsoever why I should owe them anything, however your thoughts about incorrect account closure and leaving an email account open (both dependent on someone at Supanet carrying out the proper closedown activity) may be the opportunity that they are exploiting? If one of their employees has either deliberately or accidentally screwed up when we have ended our agreements, this could be the fallout?
 
Last edited:

Debrob

Casual Member
Same here, I left Supanet and moved to Sky in August 2012 and 3 weeks ago received an Outstanding balance letter from Quick collect asking for £725.37 plus hardware costs or they will go to court. After several unhelpful calls to Supanet I was told it was because my contract didn't end till November 2013 . I don't recall ever renewing any so called contract, it just automatically ran on , I had been with them since 2006. My last Direct debit payment stopped in August 2012 and I have never received any requests for any further payment or for return of hardware. I have received weekly email news letters but just assumed they had failed to remove me from mailing list .I have kept every one of them and none relating to arrears. I told Quick Collect I wouldnt be paying and he said "We'll take you to court then" and hung up. Spoke to Supanet since and have requested all my correspondence and invoices and phone conversations from them and proof and dates of any contracts. Asked her to inform Quick collect to hold any proceedings whilst in dispute but she said she had been told she wasnt allowed to, even though she admited they were in the same room ! I have since found a letter and email received in Nov 2013, presumably when my said contract ended, acknowledging my cancellation request .. it states "as you are terminating outside of the minimum contract period you will be liable to pay a month's notice and any arrears on the account. TOTAL PAYABLE - £0.00. Will email this over and see what they reply. Seems they are having a splurge to scam any money from old accounts . Will update later.
 

Mark.J

Administrator
Staff member
ISPreview Team
Yes it's really disgusting what they're doing. This is why it's probably better to open a dispute via an ADR provider since their "collection agency" doesn't even appear to be a registered debt collector.
 

Debrob

Casual Member
Yes it's really disgusting what they're doing. This is why it's probably better to open a dispute via an ADR provider since their "collection agency" doesn't even appear to be a registered debt collector.
Hi Mark .. what is an ADR provider please ? Also the Quick collect letter apologised for the delay but they were within the legal 6 year recovery period but that would only apply if they were using Nov 13 as start date. However I believe the start of the 6 years is actually from the last payment made, August 2012 which is over 6 years. I have emailed this to them so await a reply .. I won't hold my breath ..
 

Mark.J

Administrator
Staff member
ISPreview Team
I'd suggest reading the thread and article again for proper context, but ADRs are an independent Ofcom approved complaints handler for the ISP. Essentially they're an ombudsman for settling unresolved disputes with your provider. Some customers we've talked to have managed to open a complaint about Supanet and the ISP has then dropped their absurd demands (as it could cost them a lot of money to fight an ADR complaint).
 

steverob

Casual Member
Looks like we are in the same situation. We were with Supanet for a few years and then changed to BT in 2012 around October November time. We have had 3 letters from a company called Quick Collect saying we owed Supanet £173, to be honest I ignored all of them as I knew we owed nothing. Have managed to find a few emails stating this fact from me to them. Having just returned from holidays to find another two letters from Quick Collect, one being another chaser and a second one saying I now owed £272 and if i didnt pay within 7 days legal action would ensue. I rang QC yesterday to question letters and inform them I owed nothing, guy got rather threatening saying Id lose my credit rating and so forth, I didnt pay a thing to him said I needed to contact citizens advice but would ring back today (I never rang CA but spoke to a police friend). Today I rang Supanet and questioned the demands. They confirmed that I owed £272, so I requested from them a detailed summary that fully explained the charge and a copy of the original agreement. They apparently are sending one through within 30 days.
In the meantime I received an ansa-phone message from QC with a tirade of threatening abuse saying that the issue had now been escalated, it would be going to the legal department and Id lose any credit score I had and would be black listed for 6 years! Very worried and feeling threatened. If I owed the money I would of course pay but I know I dont and really hacked off that they can make me feel like this.
 
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